Customer Management Excellence / Edition 1

Customer Management Excellence / Edition 1

by Mike Faulkner, Steve Hurst, Adrian Tripp
     
 

Customer Management is the essential strategic magazine for senior managers and directors of organisations across all industry sectors striving to achieve excellence in the field of customer service and management. It is read by more senior managers and directors than any other magazine in this space.

The role of Customer Management, as the leading publication in

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Overview

Customer Management is the essential strategic magazine for senior managers and directors of organisations across all industry sectors striving to achieve excellence in the field of customer service and management. It is read by more senior managers and directors than any other magazine in this space.

The role of Customer Management, as the leading publication in its field, is to help set the agenda for its readers. The publication maintains a very much how to approach, as does this book, while at the same time providing thought provoking, leading edge features reflecting best practice, new thinking and trends in this fast moving marketplace.

Customer Management is the perfect read, showing the way forward for leaders across all sectors who are striving to develop customer-centric organisations and effectively manage their relationships with customers, both external and internal.

www.customermanagementonline.co.uk

The purpose of the National Customer Service Awards is to promote excellence, best practice and innovation in customer service and to highlight their importance in todays business climate.

With customer expectations continually rising, the wider business community is becoming aware of the value and role that Customer Service and Consumer

Affair professionals play in achieving business success and creating differentiation.

This highly demanding area is arguably the critical success factor for many organisations. For this reason, it is right for the Customer Service profession to have a cross-industry national event to recognise, promote and honour excellence, professionalism and outstanding achievement.

The Awards are a showcase of talent and achievement and many of the entrants, finalists and ultimate winners are featured in this book, being among the most forward-thinking organisations in the field of customer service excellence.

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Product Details

ISBN-13:
9780470848531
Publisher:
Wiley
Publication date:
11/22/2002
Pages:
224
Product dimensions:
6.22(w) x 9.49(h) x 0.97(d)

Table of Contents

Introduction.

Acknowledgements.

Part I.

Evaluating a customer-centric approach.

Enter the Customer Service Director.

Recognising the cultural needs of a service operation.

The Shift from Call Centre to Contact Centre.

Part II.

Dealing with Lifetime Values.

How to Deal with Unprofitable Customers.

Complaint (Feedback) Management.

Reputation Management.

Managing Expectation.

Part III.

Empowering Customer-Facing Staff.

Service Personnel Adopting the Sales Role.

Caring for your Carers.

The Final Chapter -
Summary.

6 Case studies featuring main category winners from NationalCustomer Service Awards.

Glossary of Terms.

Index.

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